1. Experienced and well-organised Operations Manager able to implement and manage solutions for
customer service contact centre operations.
The Consulting Consortium / Ernst & Young (FTC - 6 months)
Contact Centre Operations Manager October 2015 – present
Managing a contact centre to ensure that individuals undertake and receive customer calls and handle them
appropriately to meet productivity and quality targets. Responsibilities include:
• Structuring and managing team to deal with calls at peak times (including use of call centre
technology to manage queues) and ensure there is sufficient coverage across opening hours
• Liaising and handing off cases to the client bank and undertaking any associated reporting
• Ensuring application of the quality framework and coaching/performance-managing staff against any
findings and volumes targets
• Respond to and resolve customer service complaints
• Ensuring team follows documented processes and procedures, including identification and
verification of customers
• Motivating staff to achieve daily productivity and quality targets
Webhelp TSC:
Operations Manager September 2013 – October 2015
Planning and implementing contact centre strategies and operations; improving systems and processes;
managing leaders and frontline colleagues
• Determining operational strategies by conducting needs assessments, performance reviews,
capacity planning, and cost/benefit analyses; identifying and evaluating technologies
• Establishing technical specifications and productivity, quality, and customer service standards;
contributing information and analysis to organisational strategic plans and reviews
• Maintaining and improving operations by monitoring system performance; identifying and resolving
problems; preparing and completing action plans; completing system audits and analyses; managing
system and process improvement and quality assurance
• Recruiting and coaching team managers
1st
Locate Ltd:
Operations Support Manager Oct 2010 – September 2013
• Tracking progress against client targets
• Monitoring productivity (IBC, OBC, cases worked, agreements set, revenue achieved etc)
• Delivering team revenue targets
• Providing a continued and robust quality control programme to ensure that a high level of quality is
accurately and impartially monitored (calls, cases worked, payments negotiated etc.)
• Using stakeholder engagement skills to maintain client relationship, including numerous visits to
operation
• Maintaining a high level of morale
• Reporting and distributing management information highlighting areas for concern and opportunity
• Recommending and implementing operational processes
• Appraising and developing colleagues
• Benchmarking and implementing best practice across all areas, ensuring a proactive and consistent
approach
Team Manager June 2010 – Sept 2010
• Delivering internal team revenue targets
• Delivering client targets and service level agreements
• Delivering required volume of effective coaching and support to FLAs
Andy Lodge 37 Kings Avenue
Andylodge15@yahoo.co.uk Altofts
07962 247179 WF6 2TF

2. Education
Qualifications
• Managing and motivating the collections and quality performance for up to 15 FLAs, ensuring they
achieve individual revenue targets
• Maximising team productivity / effectiveness through monitoring of KPIs
• Reporting and distribute MI highlighting areas of improvement and those of concern and opportunity
• Appraising and develop staff
• Working towards and implement best practice across all areas ensuring a proactive and consistent
approach
O2:
Team Manager Aug 2008 – May 2010
• Motivating a new team to achieve set objectives
• Focusing on the overall customer experience and “right first time” mentality
• Setting up and running a development centre for new recruits
Ventura Customer Services:
Team Manager April 2001 – July 2008
• Reintroducing a “Back to Basics” culture
• Ensuring call handling and call quality targets and standards achieved
• Managing and developing six Team Leaders and up to 100 Customer Service Advisors (have
previously managed in excess of 16 Team Leaders and over 200 FTE)
• Ensuring operational policies and procedures support managing the business in a secure, cost
effective and efficient manner
• Identifying training and development needs, working closely with support departments
• Building good working relationships with other departments to ensure call centre goals are achieved
such as Planning, Recruitment, Training, IT and HR
• Assisting Operations Manager in the delivery of the call centre budget for staffing and expenses
• Ensuring all day to day activity consistent with H&S regulations
• Delivering regular communication to ensure business information is cascaded in effective and timely
manner
• Managing and implement projects including new intranet site, Technical Support Help Desk which
grew from 30 FTE to 90 FTE within the first 2 months new Pilot and Escalations Team
• Ensuring effective performance management processes adhered to through auditing process
• Regularly reviewing KPIs and R/Es, feeding this back to the Planning department
• Involvement in the migration project from Woolwich to Barclays
Fraud, Trace and Hunter Team Leader Feb 2000 – April 2001
• Taking an active role in getting some of the tasks automated
• Analysing and producing an FTE proposal
• Monitoring the performance of the team and making changes if / when necessary
Fraud and Trace Team Leader Feb 1996 - Feb 2000
• Improved existing and created more efficient Trace reporting
• Playing an active part in G.A.I.N
• Attending internal and external meetings and client liaison
• Making improvements to Trace flows and investigation techniques
• Quality controlling colleagues to improve the departments service to our clients
• Interviewing new recruits to strengthen the department’s resources, along with appraising existing
colleagues
• Planning workflows in order to prioritise and split the workloads into retail/communication fraud
• Preparation of accurate and concise reports for both internal and external clients
• Taking a pro-active role in fraud prevention, which increased revenue and reduced costs
Holgate School, Shaw Lane, Barnsley
8 O’ levels (inc. Maths and Business Studies) 1982 - 1987
Tec National Diploma in Business and Finance - Credit 1987 - 1989

3. Personal
Information
Date of Birth: 15th April 1971
Driving: Full driving license
Interests: Keeping fit (walking and gym), family and reading
References: Upon request
Copcutt Nicola, Sales Manager, RBS Insurance
“Andy is a professional Operations Manager; he has fantastic Operational Management experience, very results
orientated and is highly regarded. Andy is a dedicated, enthusiastic and passionate individual who strives to make
a difference in his role; he is an asset to any company. I found Andy consistently good natured and, while always
professionally astute, I would be delighted to work with Andy again if the opportunity arises.”
Tim Moody, Head of Sales, Webhelp TSC
“I worked with Andy for a number of years in a number of different market sectors for a major outsourcing
organisation. He is a dedicated and enthusiastic leader with a very strong team ethic. He has a unique eye for
detail and an outstanding ability to analyse and interpret data. He is methodical and organised but retains the ability
to inspire and motivate others to achieve outstanding results. His loyalty and work ethics are second to none. I
would recommend Andy without hesitation.”
Testimonials: